Using a ServiceDesk to manage your staff IT Request is essential for any company or organization that needs to track and evaluate the IT Department tasks. Review collected by and hosted on G2.com.

The mobile application of the platform needs to be more professional. Review collected by and hosted on G2.com.

This is good to manage all user tickets along with their asset, also it has built-in reports which you can customize, it has a feedback form which can integrate with user ticket sales. Review collected by and hosted on G2.com.

There is nothing to dislike about it but some of the automation they need to work upon, i.e., when you configure SLA automation in incident there are multiple options to configure escalation matrix but in service tickets still they are working on it. Review collected by and hosted on G2.com.

This tool keeps track of our entire organization's assets, incident and change management, user integration, and ticket resolution. SDP has given us insights into our environment like we never had before. Review collected by and hosted on G2.com.

Sometimes there are duplicate entries for computers or users, but this is not a massive issue. You can delete them when they occur within the inventory or set up a rule to ignore particular values upon scanning ActiveDirectory. Review collected by and hosted on G2.com.

The most liked about the ServiceDesk tool is the core functionalities and build-in integration with other ManageEngine products such as OpManager & AD Audit. ManageEngine has its customer portal where customers can raise their tickets from there. The most liked feature for us is GUI Review collected by and hosted on G2.com.

No, we never faced any challenges with this tool. Review collected by and hosted on G2.com.

ServiceDesk Plus is an excellent product for logging, tracking and monitoring the service desk requests. It is of great help to track and manage the request workflow. It provides visibility of the requirements, bugs or concerns raised for a particular project. One can assign a particular request to a group of developers or developer who will be working on the same. One can also define the timelines with respect to requirements in the project. Review collected by and hosted on G2.com.

The ServiceDesk Plus is a great tool from ManageEngine and there are no dislikes for it. The tool can be customized as per the requirement of the industry/organization. The tool is reliable, stable and secure. The patch updates and upgrades are easily available for ServiceDesk Plus. The tool has an easy to use GUI. Each request raised has a Service Desk number through which it can be searched for and referred through. The tool is being used widely and can be accessed over URL. Review collected by and hosted on G2.com.

It works on the basis of ITIL standards. Reports related to incidents can easily exported and represented to the management. Managing Incidents and Support team is quite simple and easy from the portal. Review collected by and hosted on G2.com.

It is good for small and mid-sized organizations only. Review collected by and hosted on G2.com.

Service catalog, Change Request module and Ticketing module Review collected by and hosted on G2.com.

Asset management module, require a lot manual work and not support for agent Review collected by and hosted on G2.com.

It's an excellent IT Service Management tool, ITIL compliant, that cover all per ITSM process (Incident, Change, Problem, CMDB, Asset, Catalog), easy to use and to configure,

User-friendly interface doesn't require training to end users.

An IT Help Desk is a must have and Manage Engine Service Desk Plus is the right one, on premises or in cloud. Review collected by and hosted on G2.com.

Configuration capabilities are not very high, so you cannot make heavy customizations.

Reports are not very appealing.

Manage Engine support service can be improved.

Lack of documentation for database and API.

Procedure of upgrade is difficult and sometimes you must rollback and retry. Review collected by and hosted on G2.com.

The best thing about this tool was establishing a customer service platform to manage customer requests and problems straightforwardly. In addition, we can control our staff and their maintenance schedule all without generating conflicts with other activities or dependencies. Review collected by and hosted on G2.com.

It is a user-friendly platform, but unfortunately, we have had to do a lot of manual work to keep our needs up to date; moreover, the user interface should be improved to enhance user comprehension. Review collected by and hosted on G2.com.

Service Desk Plus is a multifunctional tool that offers a robust and varied set of functionalities that enable the installation, automation, and support of different End User devices through a dynamic, intuitive, and friendly user interface. It provides solid management of the organization's IT resources. Review collected by and hosted on G2.com.

The only thing I could comment on in this section is that the configuration process can be overwhelming at first, which is understandable given the magnitude of equipment available in the organization. So I think they should improve their knowledge base so that assistance from the support team is not required for requirements that we can quickly solve independently. Review collected by and hosted on G2.com.